SQI Survey Results: Public Records/Tax

Beginning with our first Service Quality survey in 2006, we asked the question: “How important is Public Records Tax data to your business?” When 98% of respondents said that tax data was either “extremely” or “very important,” we were both surprised and pleased.

“For a long time prior to incorporating this question in the survey, we had been aware of weaknesses in our tax product,” said NorthstarMLS President & CEO, John Mosey. “In 2004, we bought our tax provider and took on the responsibility for improving the quality and usefulness of the data as a core function of the company. The 2006 survey certainly validated our reasons for having bought PLAT System Services, but also told us that we had a ways to go before it ‘measured up.’ On a positive note, each year since we began measuring customer satisfaction ratings of accuracy, completeness and functionality of tax information, it has been better than the year before.”

Early last year, NorthstarMLS launched the Realist system, a public records database that integrates with NorthstarMLS Matrix listings data to provide in-depth property and ownership data, market information, maps with detailed property information layers, as well as market trends. These vastly superior features and capabilities that Realist delivers can help agents become more effective and more valuable to their clients.

This year’s survey results revealed that 65% of respondents rated the tax data function — in terms of accuracy, completeness and functionality — between a 4 or 5 rating of “very good” to “excellent.” Tax ratings have improved each year since our first survey. Factor in the “Satisfactory” or 3-Rating, and 86% of respondents say our tax data is meeting their business needs. We hope that this is a sign that our customers are more and more confident and comfortable in using our tax information to help their businesses and that our investments in this area are paying dividends where they count.
New Updates for 2013
Annual tax updates came later than usual in 2012 because of a Realist system change. We expect updates to be back on track for 2013.

“Realist went through some growing pains last year that were exacerbated by changes they made to their technology architecture during 2012. They tell me that the worst of their conversion trauma is behind them and that they will be back performing at the level that has made them the premier provider of property data in the country, as 2013 unfolds, said Mosey. “That means that you will have updated tax data at a much improved pace this year. It is my hope that their improved performance on the data collection and updating from the counties, combined with all of the other features and capabilities Realist delivers will result in a continuation of our trajectory of improved Service Quality survey results when we ask, ‘How are we doing on tax?’”

42% of Survey Respondents Add Written Comments
The SQI Survey allowed recipients to submit written comments. Here are a few that relate to MLS public records and tax information:

• “I am pleased with the improvement – I use Realist daily.”
• “I really appreciate the new features of Realist — extremely helpful.”
• “I love this (Realist) feature!”